Relationship Service Delivery Management Lead - Hybrid

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family, and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

Job Summary

Responsible for managing the delivery of Application Services within Enterprise Applications through our Service Provider Partners to meet schedule, quality, budget and governance objectives for managed services, managed capacity, staff augmentation, and Statements of Work.

Primary duties may include, but are not limited to:

• Establishes, maintains and cultivates a healthy working relationship with key service provider contacts to ensure outcomes are consistent with the best interests of OneAmerica
  • Establish mutual trust and accountability
    • Improve collaboration between OneAmerica teams and Service provider teams
    • Create ongoing team building opportunities
    • Improve service provider integration with OneAmerica culture and mutual appreciation
    • Manages engagements on both existing and new service opportunities (SOW’s, Work Orders, so on)
    • Manages invoicing activity
    • Analyze key performance indicators to ensure services are delivered within SLA’s
• Drives delivery improvement opportunities through process and escalations
• Provides real-time feedback to key-stakeholders
• Manages consistent communication by establishing expectations with service providers that they:
  • Set and meet communication deadlines
  • Communicate proactively rather than reactively
  • Have clear understanding that any communication has value. Lack of communication creates uncertainty
• Accountable for the development and measurement of SLAs with both internal and external contract providers
• Provides periodic reporting for engagement status, financial data, demand/capacity, etc. in collaboration with key stakeholders
• Identifies cost saving opportunities
• Partners with IT Business Operations team to ensure accurate financial service provider processes
• Identify owners and champions at OneAmerica (Business and IT) and service providers who will support and strengthen our collaborative engagements
• Implement methods and tools to effectively track open work efforts
• Collaborate with the internal and external partners to ensure contracts meet the needs of Enterprise Applications objectives
  • Review SoWs prior to submission for signature
• Provides ideas on strategic direction and initiatives impacting the enterprise
• Partner and align with peers in Infrastructure, IT Business Operations, and other key stakeholder areas
  • To ensure open lines of communications and coordination relative to escalations that cross boundaries
  • Participate in cross team meetings with leaders in to further develop and enhance the partnership between organizations

Salary Band: 07B

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, WI, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.